Support Center
Need help with your Vancouver IPTV subscription? Our support team handles setup questions, playback problems, billing enquiries and account changes.
Support runs on WhatsApp, 24 hours a day, 7 days a week. Message us any time and a real person replies. We do not take phone calls.
Before you message us, check the answers below. Most questions we receive are already covered here, and reading them first will usually get you watching again faster.
Before You Contact Us
Most issues are solved in a couple of minutes by working through these four checks. Please try them before you message us.
Restart the app and the device
Close the player completely, then restart both the device and your router. This clears the majority of freezing and loading faults on its own.
Check your internet speed
A stable 15 to 20 Mbps connection is the minimum for smooth HD. Test on the same network the player runs on, and prefer a wired connection on large TVs.
Re-enter your login carefully
Xtream Codes credentials are case-sensitive. Retype the username and password from the WhatsApp message we sent you rather than pasting them with trailing spaces.
Try a different player app
If one player fails, install another and enter the same credentials. When a second app works, the fault is with the first app, not your subscription.
Frequently Asked Questions
How long does it take to receive my subscription?
Your login is sent on WhatsApp within 2–10 minutes of confirmed payment. If it has not arrived, message us on WhatsApp.
My channels are buffering. What should I do?
Restart the device and the router, confirm your speed is at least 15 to 20 Mbps, then test a different player app. If the problem persists on a second app, message us on WhatsApp and tell us which channels are affected and at what time of day.
Do you offer phone support?
We do not take phone calls. Support runs on WhatsApp, 24/7: send a message, a voice note or a screenshot, and we reply there.
Can I change the number of devices on my plan?
Yes. Message us on WhatsApp with your username and the number of devices you want, and we will quote the difference and update the subscription.
Why do some channels show no TV guide data?
EPG data is supplied per channel. Popular channels carry full listings, while some smaller channels do not provide complete guide data. This is a limitation at the source, not a fault on your account.
Can I watch on more than one device at the same time?
Only up to the number of devices on your plan. Streaming on more devices at once than your plan allows will cause playback to stop.
Do I need a VPN?
Most customers do not. If your internet provider restricts IPTV traffic, a VPN can improve access. Test without one first so you know whether it makes a difference.
How do I renew my subscription?
Order the plan you want again and choose Renewal at checkout with your username, so we extend your existing line instead of creating a new one.
What is your refund policy?
Refunds are available in specific cases set out in our refund policy. We recommend testing with the free 24-hour trial before purchase so you can confirm the service works on your device.
Contact Support
The fastest way to reach us is WhatsApp, 24/7. Prefer to write? Use the form below and we reply by email. To get a useful answer on the first reply, include as much of the following as you can:
- Your username or order number.
- The device and player app you are using.
- The exact channel or title where the problem happens.
- The time of day the problem occurs, and whether it is constant or intermittent.
- A photo or screenshot of any on-screen error message.
Please send one message per issue. Duplicates split the history across threads and slow the reply down for everyone.